Customer service assistant - fa

Job Summary

Applications are invited from qualified persons for the above vacant position.

Qualification Level: Bachelor

Experience Level: Mid level

Experience Length: 2 years

Job Description

Overall
Job Purpose

Reporting to the Customer
Service Manager the Customer Service Assistant will be Responsible for day to
day running of customer experience metrics and in reporting/handling of
customer queries & complaints .They shall also support in driving a
customer centric culture through monitoring of Service Level agreements (SLA)
performance & service charters.

Key

Accountabilities

CUSTOMER
EXPERIENCE SUPPORT (35%)

Ensure
the implementation of world-class Customer experience across all touch
points

Monitor
teams to ensure there is coordinated implementation of customer
experience strategy

Implement
the Customer Events Calendar for the year.

Ensure
appropriate toolkits and/or reference guides are available to support
staff in responding quickly to customer needs.

Ensure
there is execution of continuous update of customer contact
information

Implement
governance, risk, compliance and control in customer service docket.

Ensure
all our processes adhere to the Consumer Protection Guidelines and TCF
principles.

Monitoring
and reporting of Customer Service Performance indicators-SLA’s,TAT and
provision of accurate daily, weekly and monthly quantitative reports

Monitor
the performance and adherence of all customer service charters

Drive
and monitor the implementation of action plans to drive the NPS
,Customer Satisfaction Scores ,Effort score, Mystery shopping, across
the different Business units

Carryout
inter-departmental service quality assessments and follow through with
action plans

Organize
for forums to discuss Customer feedback(Internal/External) and manage
the improvement action plans

Execute
on the Customer Engagement forums, including Customer Focus Weeks

Monitor
Execution of customer initiatives across different customer segments

COMPLAINTS
HANDLING (30%)

·
To correspond with customers in consultation with the Team Leaders/
Unit Heads

·
Undertake daily actioning of queries and complaints

·
Attend to walk in customers and incoming calls streamed to the
customer service desk on a daily basis.

Share
key trends on complaints logged and give recommendations to ensure
service improvement.

·
Facilitate investigation of complaints and channel them to various
departments or teams for end to end resolution within required timelines.

·
Deliver excellent and consistent customer service through timely
resolution of queries and impeccable phone service.

Co-ordination
with departmental heads where approvals are required

Ensuring
that all teams resolve complaints within the SLA.

REPORTING
& CONTROL (15%)

·
Maintain records of customer service and daily updates and
correspondences regarding any complaints received.

·
Submit monthly returns on query & complaints received

·
Maintain records of walk-in customers and incoming calls and
ensuring timely login on the Complaints and query management system.

·
Timely review and resolution of outstanding work in progress on a
daily basis.

·
To perform Weekly, Monthly and Quarterly snap checks

·
Ensure that all activities and duties are carried out in full
compliance with regulatory requirements, Enterprise Wide Risk Management
Framework and internal Policies and Policy Standards.

·
Understand and manage risks and risk events (incidents) relevant to
the role.